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Definition loy·al (loi l) adj.
1. Steadfast in allegiance to one's homeland, government, or sovereign.
2. Faithful to a person, ideal, custom, cause, or duty.
Customer Loyalty is earned and not bought and Forrester has shown a strong correlation between good customer experience and loyalty
Companies with higher proportions of loyal customers out perform those with fewer.
One of the key outputs of many loyalty programmes is rich customer data. We help clients get the most out of this data and help them connect it to existing data sources and create a 360 degree customer view.
The most successful loyalty programmes have learned how to extract value form this data , improve the product/service proposition, customer experience and sell more, and more profitably
We help clients measure the profitability and ROI from growing the Loyal Customer base. We help build business cases to support the introduction of loyalty and CX initiatives
Loyal Customer behaviours we can measure
We help clients understand the economics and profitability of loyalty programmes helping them improve the design and the ongoing management
Key elements include calculating
A typical UK consumer will be signed up to a dozen loyalty programmes but will be actively involved and engaged in just a handful of them.
Traditional Loyalty Programmes are just one way to engage with customers and are not always appropriate nor profitable
We help clients develop test programmes , define and measure success criteria , learn more about how to reward and engage with their customers before committing to expensive roll outs.
Loyalty Programmes The Case For PersonalisationLoyalty programmes fail when they lack relevancy Many loyalty programmes could significantly improve profitability, satisfaction levels and engagement if personalisation and relevancy were improved We look at the evidence that greater personalisation in loyalty programmes drives performance Read MoreCustomer Experience Driven Loyalty Programme DesignWhat can we learn about loyalty programme design form Lidl's response to the launch of Morrisons Match & More card ? We explore the importance of customer experience in loyalty programme design , sometimes forgotten when businesses focus inwardly on internal constraints such as technology, resources , margin and operations... Read MoreHow Trust influences Churn and Customer Loyalty What can the Energy market tell us about Customer Loyalty?Despite high media coverage few have ever switched supplier and fewer still are planing to in the next 12 months New entrants have significantly better customer satisfaction scores according to Which though still low market sharesThe findings illustrate some key themes in loyalty marketing applicable to all sectors, including more competitive sectors. Some businesses don't realise they have a "loyalty problem"See our infographicRead MoreGamification , Behaviour Management andCustomer Engagement OptimisationPosted @ 11:11:00 on 04 March 2013Garnter say by 2014• 70 percent of global 2000 organisations will have at least one gamified application• 80 percent of them will fail to meet business objectives primarily due to poor design In the rush to jump on the band wagon and implement first without thinking through the goals and objectives it seems there is a risk of repeating some of the mistakes associated with Loyalty programmes in the 1990s.Gamification what is it and how to use it ?Read More
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